Avaya OneCloud CCaaS

Avaya OneCloud CCaaS

Top Rated
About TrustRadius Scoring
Score 7.9 out of 100
Top Rated
Avaya OneCloud CCaaS

Overview

Recent Reviews

Easy with Avaya OneCloud CCaaS

9 out of 10
September 17, 2021
Avaya OneCloud CCaaS is one of the best solutions in the market as it makes your business experience for the customers much more …
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Avaya OneCloud CCaaS

10 out of 10
July 12, 2021
Avaya OneCloud CCaaS is being used by my organization as a telecommunication tool and solution, it's currently used by many users on a …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 22 features
  • Inbound call routing (28)
    9.4
    94%
  • Call forwarding (26)
    9.3
    93%
  • Agent dashboard (26)
    9.2
    92%
  • Warm transfer (26)
    8.9
    89%

Reviewer Pros & Cons

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Video Reviews

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Pricing

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Entry-level set up fee?

  • Setup fee required
For the latest information on pricing, visithttps://www.avaya.com/en/products/ccaas…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

Starting price (does not include set up fee)

  • $48 per month
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Features Scorecard

Contact Center Software

9.0
90%

Workforce Optimization (WFO)

9.0
90%
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Product Details

What is Avaya OneCloud CCaaS?

Avaya OneCloud CCaaS is a comprehensive, cloud-based contact center solution that delivers experiences for customers and employees. Users can connect everything—voice, chat, messaging, social, and screen—while bringing together resources, insights, and knowledge across the entire organization to maximize performance and build brand advocacy.

Avaya OneCloud CCaaS Competitors

Avaya OneCloud CCaaS Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

Avaya OneCloud CCaaS starts at $48.

NICE CXone, Five9, and Genesys Cloud CX are common alternatives for Avaya OneCloud CCaaS.

Reviewers rate Inbound call routing highest, with a score of 9.4.

The most common users of Avaya OneCloud CCaaS are from Enterprises (1,001+ employees) and the Unknown industry.
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Comparisons

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Reviews

(1-25 of 45)
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Score 6 out of 10
Vetted Review
Verified User
Review Source
  • A dashboard that is available for agents is helpful in providing them with detailed information about the status of the call center.
  • Supervisors have a lot of information available to them regarding agent status and the status of their call center as a whole (i.e., customer service levels, etc.).
  • Calls are automatically terminated at an agent and do not allow for the agent to "manually" answer the incoming call. This is very problematic as agents are not able to prepare properly for incoming calls. In addition, agents have stepped away from their desks and forgotten to put themselves in an away status, and calls have been directed to them, and they just sit there with no agent present. This is a very undesirable feature of the system.
  • Password resets are extremely problematic and continuously cause problems for users. Agents are prompted to change their password upon expiry, and when they follow the instructions as outlined, it rarely works and ends up needing a full reset. The challenge questions are useless and do not work at all.
  • Support can be a bit challenging as there are definite language barriers that have made both explaining the problem and understanding the recommended solution difficult.
  • The system is sometimes unreliable and will randomly log agents out with no explanation. Agents are then advised by support to log out, clear cache, and log back in. This is not feasible in a busy call center.
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Allows sharing and accessing databases in the cloud
  • Digital voice channel is easy to use
  • Performance and workforce management for large teams
  • Can have stability issues
  • Could allow for a more personalized interface
  • Could have a more intuitive interface for UX
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Manages voice, video, and social platform
  • Communication optimization
  • Tool for measurement
  • Incredible data precision
  • No third party integration should be there
  • Virtual features required
  • Some glitches needs to be worked on
  • Quality of call recording
Vojislav Kosijer | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Amazing uptime with little to no interruptions.
  • Amazing support system.
  • Clear, easy and No-Code dependent customizable interface
  • Strong Staff service expertise.
  • Customizable statistics and analytic tools that can easily be managed.
  • Sometimes users report call quality issues, but that is very rare to happen.
  • No self service.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Screen Recording Feature
  • Voice to text transcription
  • Easy to setup
  • Application should be responsive in browser
  • Should respond faster to network changes
  • Improve browser compatibility
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Extremely user friendly.
  • Easy to manage and navigate.
  • Great customer service.
  • Having to use 2 different applications is a little strange.
  • Sometimes the calls will come in choppy, but usually based on net stability.
  • As an admin, it is sometimes difficult to navigate.
Ujjwal Goel | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Browser based console and hence no app needed.
  • Web plugin based audio calls.
  • Voice to text transcriptions.
  • Screen recording.
  • Scalable cloud solution.
  • Bring in more options to the console like SAP integration through APIs.
  • Give whisper mode like feature for real-time audits on agent calls.
  • Use integrations and deployment on cloud like AWS, etc. too as Avaya OneCloud is not yet tested in heavy call volume environment.
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • It records calls quite clearly and consistently.
  • It integrates well with our CRM tools.
  • It automatically answers calls of our customers while our agents engage them.
  • It makes workflow more efficient.
  • It required quite a lot of learning to get used to the software.
Shauna Stermer | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Strengths of Avaya include the ability to answer incoming calls in a convenient format for employees.
  • The use of Avaya proves the user-friendly design and a way for employees to adjust settings in a clear and concise manner to adjust for his or her preferences.
  • Avaya also allows the employee to transfer and conference calls in an easy drag-and-drop method and is very user-friendly.
  • The functionality of Avaya allows for the virtual employee to log in, choose various auxiliaries chosen by your company to ensure schedule adherence and maintain corroboration with other applications and software programs.
  • One are for improvement for Avaya is the ability to operate behind the VPN. For the virtual employee, this is an issue as we are unable to use it behind the VPN and it must be launched from the remote desktop.
  • The color scheme could definitely use some updating. The charcoal gray background of Avaya's windows, coupled with the black font is not very contrasting. I have used Avaya for years and would love to see an update as to its color scheme to better fit the virtual employee.
  • Avaya could also improve the way an employee moves within the program by titling the icons seen or expanding the Avaya window to allow for a better understanding of what each con does. For example, the Work History window would go unnoticed, had I not been playing with the software one day. These little items are unknown to many professionals in my industry as they sit in the window with no explanation.
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • Avaya delivers a strong platform, we rarely have any issue with the product.
  • They offer good support for software and hardware.
  • There is a good redundancy, who permit us to do maintenance while conserving a 24h service.
  • The configuration of the system could be improved with a better-looking GUI.
  • They should offer more software base modules, instead of having a server for each little module.
February 27, 2019

Avaya my daya

Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Tracking abilities.
  • Monitoring abilities.
  • Call center distribution of calls.
  • Some calls change without warning. You may lose a call and you are automatically talking to the next one without warning.
  • Transferring calls between fellow employees not on the Avaya system is difficult. If you do not use the Avaya transfer it will tie up your line.
February 21, 2019

Avaya Call Center Review

Hammad Bin Idrees | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • What I like the most was it's very easy to understand.
  • Displays the phone number of the customer calling in on the screen.
  • It is very efficient at call centers since you can hear clearly without any interruptions or any static on the line.
  • It is definitely an indispensable tool if you want to have a communicative contact without failures.
  • The Avaya system is the best in the industry and there are many options available to meet your needs. The system is extremely easy to use and is used in various industries.
  • My least favorite thing about the software would have to be the setting when the phone is placed on hold. There is no distinct ring to separate a line on hold vs a normal incoming phone call.
  • The phone will continue to ring until it has been picked u. I think it would be most beneficial to have it ring a couple times every minute to remind you the line is on hold.
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